With three billion users per month around the world, Virtual Assistants are a valuable digital asset. Would you like to put your company at full speed by equipping it with a conversational agent? Here are seven essential questions that must be asked to ensure that your Virtual Assistant is useful for your company.
1) Why do you need a Virtual Assistant?
If you are thinking of implementing a Virtual Assistant, it should not be just to want what others have. From the beginning, you must identify the reasons for your decision. A Virtual Assistant can respond to several challenges, often complementary:
Economic challenges : A Virtual Assistant can help you reduce costs and secure your margins: by automating certain conversations directed to your call center or online, you will benefit from a kind of low cost concierge service.
Challenges of service quality : A Virtual Assistant improves the user experience by offering an instant response accessible 24 hours a day, 7 days a week.
Marketing challenges : The implementation of instant messaging or a smart avatar reinforces your brand image. The relationship between your brand and your customers becomes fun and interactive, and the personalization of the interactions with the Virtual Assistant represents a competitive advantage.
Challenges of internal communication: The implementation of an internal Virtual Assistant can considerably lighten the burden of your human resources department.
Depending on your objectives, identify the KPIs that will allow you to verify the effectiveness of your approach and make continuous improvements. That is the key to success.
2) What should your Virtual Assistant do?
Once you have defined with precision the challenges that your future Virtual Assistant will encounter, you should think about your education and training: your knowledge and dialogue skills should be a direct reflection of the objectives of your project, as we have defined above.
3) Who will give life to your Virtual Assistant?
He identified the need for a Virtual Assistant and defined his objectives. Now, you must decide who will be the human behind the Virtual Assistant! Although Virtual Assistants are developing increasingly strong capacities for self-learning, they must still be trained in the initial stage, but the most important thing is that they must be constantly monitored to analyze their performance and enrich their knowledge.
Then your Virtual Assistant must have a designated administrator. Assign a “tutor” who will play a very important role during the implementation and operation. This person should train the Virtual Assistant in their profession, give it life and allow it to evolve as necessary.
4) Where will your Virtual Assistant be available?
Your Virtual Assistant now knows what to do. But it still needs to be used! What communication channels will it inhabit? This is a crucial question: choosing the correct channels, that is, those in which potential users of the Virtual Assistant are found, means guaranteeing the satisfactory adoption of the service.
So, smart phone or computer? Website or mobile application? To guarantee the achievement of your objectives, make sure that the Virtual Assistant becomes the first contact channel of your users.
5) Should you give an appearance to your Virtual Assistant? How do you choose one?
Another factor to attract and retain users is the personality of your Virtual Assistant. If you want your Virtual Assistant to differentiate, you must provide a complete relational experience.
6) What happens when your Virtual Assistant does not know how to respond to any request?
Your Virtual Assistant has a purpose: to automatically provide answers to user queries. However, you will not always know how to help the user for a variety of reasons, including:
- Lack of knowledge
- Without connection to personal information;
- Poorly asked question
The most important thing is to guarantee that the user’s request will be managed. This is the reason why the Virtual Assistant is trained to “slow down” your human colleagues by offering to open a telephone or chat conversation or by creating a help ticket in the client’s IS.
7) What solutions are available to create your Virtual Assistant
With the multitude of uses for Virtual Assistants, an immense amount of solutions have been developed and it is not easy to know which ones you can apply in your company.